Quality Assurance Coordinator (On-site)

Newrez LLC•Coppell, TX

1d•Onsite

About The Position

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. Primary Function The Quality Assurance Coordinator will direct the evolution, testing, and continuous refinement of the Newrez/Shellpoint letter library. This individual will form partnerships with internal stakeholders to review and ensure the precision, clarity, and brevity of the letter content. The role involves proactive testing to identify potential issues with letter content and criteria, collaborating with various departments within the organization. The ideal candidate will employ their creativity, communication, analytical, and project management skills to nurture an atmosphere of achievement and excellence.

Requirements

High school diploma or equivalent, required.
2-4 years quality control experience required.
Ability to write and format professional business letters
Project management skills
Excellent written communication skills (grammar, spelling, and punctuation)
Knowledge of SharePoint
Advanced knowledge of Microsoft Excel and Word
Ability to effectively and professionally communicate with frontline associates, management, executives, clients, and investors
Impeccable organizational skills and attention to detail
Strong research ability, understanding complex, multi-level, multi-source information
Self-motivated, self-starter with the ability to work independently with little to no supervision
Excellent follow-up skills, and the ability to meet strict deadlines while maintaining highest quality performance
Ability to work outside of normal business hours.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator.

Nice To Haves

Bachelor's Degree, preferred.
3+ years mortgage experience, preferred.
Prior experience managing employees in an analytics-based environment or project management is a plus.

Responsibilities

Collaborate with IT, business unit leaders, and external vendors to ensure a high level of quality of business-critical statement and letter products, aligning with compliance, legal, regulatory, client, and strategic needs.
Regularly perform focused quality assurance reviews of business letters.
Consult with or provide expert advice to management of various lines of business when creating new letters, notices, and statements. This mainly applies to providing guidance on letter trigger and exclusionary criteria, which would determine when important business letters are sent.
Collaborate with Compliance, Legal, Bankruptcy, and other departments to create and review statements, letters, and notices for quality and compliance in accordance with applicable federal, state, and local law, any applicable regulatory body, investor guidelines, company policy, and borrower experience standards.
Collaborate with print vendors to ensure letters are programmed timely and accurately, establish test plans, conduct proper testing and release to production. In some cases, the Quality Assurance Coordinator has authorization to deviate from some of the established procedures (e.g., bypassing certain steps of the letter production process may be required in order to meet a regulatory deadline and ensure that notices are sent timely.)
Manage letter change documentation, ensuring all necessary approvals and process steps are documented by responsible parties.
Manage offshore team's performance related to quality review and test tasks.
Respond to remediation requests and oversee its resolution.
Respond to remediation plans initiated by internal quality control teams as well as third parties such as investors and regulatory bodies.
Responsible for the investigation and the resolution of letter related issues.
Address internal and external quality assurance and audit inquiries.
Partner with Print Production management, Compliance, Legal, and other relevant departments to determine root causes, propose solutions, and develop remediation activities for identified issues.
Create QC and UAT test scenarios, perform tests, record results.
Engage with all enterprise groups to identify root causes for issues, provide suggested solutions, and drive those solutions to completion.
Champion quality-oriented strategies, creating, designing, and implementing quality related policies.
Effectively communicate and present ideas and findings to a diverse audience, including operations staff, senior management, and third-party clients.
Oversee special projects related to quality assurance, audit, QA/QC, and remediation.
Oversee the periodic letter recertification process. The successful candidate will bring a commitment to maintaining the highest quality standards in all our communications while fostering a culture of excellence and continuous improvement.
Represent the department in company and third-party meetings with the ability to present to senior leadership.
Represent the company in handling letter related complaints, presenting departmental changes to other lines of business, representing the department, and providing process overview to third parties, responding to other related issues and inquiries.
Facilitate special training when necessary.
Performs related duties as assigned by management.

Benefits

Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
Newrez NOW: Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions